AT&T To Start Crediting Customers For Internet Outages, Long Wait Times

DALLAS, TX – AT&T has introduced the “AT&T Guarantee,” a program that compensates customers for service disruptions. Fiber internet users experiencing outages of 20 minutes or more, and wireless customers facing disruptions of 60 minutes or more affecting at least 10 towers, will automatically receive a full day’s service credit.

Additionally, customers placed on hold for over five minutes when contacting technical support will receive a $5 Visa gift card. This initiative is part of AT&T’s $750 million investment in customer service enhancements over the past four years. The company has also launched a website for customers to check outage statuses.

This move follows significant service disruptions in 2024, including a nationwide wireless outage in February that blocked over 92 million calls and prevented more than 25,000 attempts to reach 911.

AT&T has been focusing on automation and artificial intelligence to improve customer experiences, including AI-driven network optimization and predictive maintenance.

It’s important to note that the AT&T Guarantee excludes events beyond the company’s control, such as natural disasters or outages caused by third parties.

John Colascione

John Colascione is Chief Executive Officer of SEARCHEN NETWORKS®, a digital marketing and technology company founded in 2001. An entrepreneur, author, and digital publisher with more than 25 years of experience, he specializes in search engine marketing, Website Monetization, domain names, and online business development. He is the author of Mastering Your Website and publishes commentary on technology, digital marketing, and the evolving Internet economy. Read more at JohnColascione.com.